Virgin TV Go - On I phone

[SCJC57]

Hi

I cannot use my iPhone as a remote control.  When selecting ‘Living room’ I just get a constant whirling circle. It was perfectly fine up till now.  My iOS and app is up to date.  

I can see the programme guide, Recordings and Watchlist on my iPhone. I’ve re-registered my device.  Here is my diagnostics info:

Build: 5.07.8308+10881
Device: iPhone 11
OS: iOS 17.3.1
Video Player: Unknown
Conviva: 4.0.41
Connection Type: WiFi - (N/A)
Customer HH: 109074265_gb
Mqtt Broker Status: CONNECTED
Device IP: 192.168.0.51
CPE 1 ID: 000378-EOSSTB-004112342805
Mqtt Cpe Status: OFFLINE_NETWORK_STANDBY
CPE 1 IP: 192.168.0.221/255.255.255.0
Last MQTT status check: 2024-03-21 23:08:57 GMT+00:00
CPE 2 ID: 000378-EOSSTB-004109774002
Mqtt Cpe Status: ONLINE_RUNNING
CPE 2 IP: 192.168.0.66/255.255.255.0
Last MQTT status check: 2024-03-21 23:08:57 GMT+00:00
OV: 4.2.33
OV Engine State: AUTH_FAILURE
OV Device Name: 73678572-DC40-4032-BB2C-1EB804A36BBC
OV Power Status: OKAY
OV Network Status: OKAY
OV Disk Status: OKAY
OV Download Enabled: true

[Zach_R · Accepted solution]

Hi @SCJC57,
 

Thank you for your post and welcome back to our community forums. We're here to help.

I'm sorry to hear you're having some trouble with the Virgin TV Go app recently. Is this ongoing today? If so, can you try deleting and then re-installing the app to see if that helps?

Thanks,
 

[SCJC57]

Hi, just seen your reply.  Went into my junk mail.

I deleted and reinstalled the app like you advised, and it’s solved the problem. Thank you, Stephanie 

[Steven_L]

Thanks for coming back to us SCJC57, we're glad to hear that your issues have now been resolved 👍

Kind Regards,

Steven_L